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We aim to provide excellent customer service at all times.  However, if you are at all dissatisfied with the service you receive, complaints may be made in writing, by email, by telephone or in any other form in respect of the services that we have provided and that is regulated under any applicable Act or Law.

We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business.  Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

Within four weeks of receiving a complaint, we will send you either:

a) a final response adequately addressing the complaint; or

b)  a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

Within eight weeks of receiving a complaint we will send you either:

a) a final response adequately addressing the complaint; or

b) a response which:

i) explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and

ii) informs you that you may refer the handling of the complaint to the relevant authority if you are dissatisfied with the delay.

Where we decide that redress is appropriate, we will provide you with an apology or another suitable form of redress.

We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint.  There may be instances where we will waive this requirement at our discretion.  We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the relevant authority.  If you would like more information about the relevant authority their contact details are as follows:

Competition and Markets Authority

National Trading Standards

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